ABOUT US
At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 17,000 employees in more than 550 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

ABOUT THE ROLE

At HUB International, the Technology and Operations’ Service Transformation Lead plays a crucial role in driving HUB’s service improvement initiatives, supporting service design processes, planning and managing transformation activities, and ensuring service providers receive the necessary training and support to drive business value as designed. The Service Transformation Manager partners closely with HUB service owners to develop baseline, status, and improve service offerings, bringing the value of tools, data insights, and user support strategies to the service design.  The Manager will partner closely with our ServiceNow Solution Manager, ServiceNow developers, Vendor Managers, Project Managers, CMDB Administrator, Data and Reporting Analysts, Business Analysts, Knowledge Owners, Learning and Change team members, and Business Partners to ensure services are created, curated, managed, supported, and socialized in an optimal way.  

Primary Responsibilities and Activities

• Develop and execute change management strategies to ensure successful adoption of new service management practices.
• Act as a liaison between the SMO and operational teams, reducing resistance to change and ensuring alignment across departments.
• Monitor the progress of change initiatives and provide feedback and corrective actions as necessary.
• Design and deliver training programs to educate service providers on service management frameworks (e.g., ITIL, COBIT).
• Ensure service providers understand and adopt best practices in service delivery, request handling, and incident management.
• Develop training materials, workshops, and hands-on activities to support ongoing learning.
• Work closely with service architects and designers to align service design with business objectives and operational capabilities.
• Facilitate design workshops with stakeholders to gather input for new services or service improvements.
• Ensure a smooth handover from service design to delivery and operations by coordinating between departments.
• Engage with key stakeholders to ensure buy-in and support for new initiatives and processes.
• Communicate the value of changes in processes, services, and frameworks to service providers and end-users.
• Gather feedback from service providers and end-users to identify challenges in new processes.
• Use data from performance metrics and feedback to optimize training programs and improve service design processes.
• Develop dashboards, reports, and presentations to communicate findings and progress to senior management and service owners.
• Track and report on the return on investment (ROI) for services.
• Convene and manage the CAB meetings to review change requests and make informed decisions on approvals or rejections.
• Conduct post-implementation reviews to assess the effectiveness of changes and identify areas for improvement.
• Maintain comprehensive change management documentation, including change requests, impact assessments, implementation plans, and post-implementation reports.

Primary Contacts

• Cross-functional TechOps Leaders and Team Members
• Service and Application Owners

Job Requirements

Education:  Bachelor’s degree in Business Administration, Information Technology, Organizational Change, or related field.

Experience:

• 3-5 years of experience in change management, service management, or related roles.
• Familiarity with ITIL or ITSM frameworks and their application in service design and delivery.
• Understanding of ServiceNow’s service management tools; ServiceNow capabilities, certification, and use a plus
• ITIL 4 Foundation, Prosci Change Management, or similar change management certifications.
• Lean Six Sigma knowledge, use, and skills a plus

Knowledge and Skills

• Demonstrate the ability to undertake the above responsibilities
• Excellent communication, collaboration, and task management skills, with the ability to work effectively with diverse teams and stakeholders across different levels and functions.
• Change management expertise and the ability to foster a culture of continuous improvement.
• Facilitation and negotiation skills to resolve conflicts during the change process.
• Strong problem-solving skills and ability to manage project tasks under pressure.
• Proven deliverable management skills, demonstrating excellent written and verbal presentation capabilities and commitment to quality output.
• Able to work under pressure and meet deadlines
• Able to manage sensitive and sometimes confidential information
• Strong analytical and reporting skills
• Able to demonstrate initiative and a proactive approach to daily tasks
• Demonstrated support and nurturing of a culture of customer service, transparency and accountability

Working Conditions

Chicago preferred; open to remote

JOIN OUR TEAM

Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.

Disclosure required under applicable municipal regulations in NY and NJ, as well as the law in Colorado: The expected salary range for this position is $120K to $150K and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits, and eligible bonuses, equity and commissions for some positions.

Department Information TechnologyRequired Experience: 2-5 years of relevant experienceRequired Travel: NegligibleRequired Education: Bachelor’s degree (4-year degree)

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran’s status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here athttp://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

EEOAA Policy

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